We had a bad experience with the heating not working for my 77 year old mother-in-law. She tried to arrange help and said how cold it was, but it was late and she was tired so after a while she decided to just try and sleep (this was accepted by staff and the engineer cancelled so no one came). Her own clock showed 13 degrees so she barely slept. In our room (330), there was no cold water in the morning for showers, but this was minor in comparison.
We were refunded half the payment for the cold room, but to be honest this didn't make up for it as it overshadowed the whole weekend away. We thought it was unacceptable for an elderly person to pay to sleep in such a cold room at all. We received an apology for the night in the cold room, but it was frustrating that we were told three times that it was up to us to speak to the manager at the time for a resolution. I feel reception could have helped with suggesting speaking to the manager if it is such a priority for the hotel, and with such an elderly guest. And after the event, this felt unhelpful as a response. I'm still not sure why reception cancelled help and allowed her to try and sleep in such a cold room after her second call to say she was very tired.